Membership Services Supervisor - Lead Member Experience

Australian Turf Club; Sydney; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Career development

Generous leave

Parking

Wellbeing initiatives

Job summary

Australian Turf Club in Sydney is seeking a Membership Services Supervisor to lead the day-to-day delivery of Membership Services, ensuring Members and guests receive exceptional service across every interaction. Reporting to the Membership Manager, you will provide operational leadership to the Membership Services team and oversee administration and enquiry management.

This role focuses on member retention, onboarding and growth initiatives, with coverage across year-round operations and

Qualifications

• Proven experience leading teams in a customer service or front-facing environment.
• Strong customer service and complaint resolution skills.
• Excellent written and verbal communication.
• Experience managing high-volume enquiries and competing priorities.
• Proactive, organised and solutions-focused approach.
• Relevant qualifications or equivalent experience in business, customer service, hospitality, events or sport management.

Responsibilities

• Lead, coach and support the Membership Services team to deliver exceptional service.
• Oversee daily membership operations, including enquiries, renewals, member records, rostering and service standards.
• Act as the first point of escalation for complex member enquiries, feedback and complaints.
• Support member retention, onboarding and acquisition initiatives.
• Coordinate membership service delivery and concierge operations on selected racedays.
• Identify opportunities to improve member experiences and operational processes.

Skills

Leadership experience

Customer service excellence

Complaint resolution

Communication skills

Multitasking / prioritisation

Business / CS / Hospitality quals

Education

Business / CS / Hospitality / Events or Sport management

Job description

Australian Turf Club in Sydney is seeking a Membership Services Supervisor to lead the day-to-day delivery of Membership Services, ensuring Members and guests receive exceptional service across every interaction. Reporting to the Membership Manager, you will provide operational leadership to the Membership Services team and oversee administration and enquiry management.

This role focuses on member retention, onboarding and growth initiatives, with coverage across year-round operations and